ITIL® Operational Support and Analysis (OSA)

You Will Learn How To:

Prepare for and pass the ITIL Operational Support and Analysis(OSA) Exam.
Outline key activities for ITIL OSA processes.
Achieve operational excellence by applying ITIL OSA processes.
Verify the success of OSA by evaluating challenges, critical success factors
and risks.

Workshop Activities Include:

Implementing a service desk using ITIL best practice.
Analyzing incidents and defining incident models.
Applying problem-solving techniques and investigating the cause.
Identifying request fulfillment interfaces.
Designing an access management process.
Daily review sessions and exam practice.
Daily review sessions and exam practice.

Important Course Information:

Pre-course reading required.
Approximately 1 hour of home study each evening.
Course includes a high degree of practical assignment work.
Course tuition includes the ITIL Intermediate Qualification
Operational Support and Analysis Certification Exam, as well as overview
maps that illustrate the ITIL lifecycle stages, serving to reinforce key
concepts and functioning as valuable reference tools.
The ITIL Foundation Certificate is required to attend this course and take
the ITIL Certification Exam on the final day.

Who Should Attend:

This course is valuable for those who want to achieve the ITIL Intermediate.
Qualification: Operational Support and Analysis Certificate. The ITIL Foundation.
Certificate is required to attend this course and to take the ITIL Intermediate.
Operational Support and Analysis exam on the final day.

Training Hours:

Days 1 – 4 Course Hours:
8:30 a.m. – 4:00 p.m.
Four 10-minute breaks
60-minute lunch
Day 5 Course Hours – Last Day:
8:30 a.m. – 2:00 p.m.
Two 10-minute breaks
60-minute lunch
Course Exam* 1:30 p.m. – 2:00 p.m.

Course Content:

ITIL OSA Introduction and Overview

Service management as a practice
The service value proposition
Optimizing operational service performance
The role of OSA processes in the lifecycle
How OSA supports the service lifecycle

Core Service Operation Processes

Event management

The purpose, goal and objectives of event management
Triggers, inputs, outputs and the process interfaces
Using critical success factors to check effectiveness
Employing active and passive monitoring tools

Incident management

Relate to the service lifecycle
Managing the incident lifecycle
Identifying process activities, methods and techniques and how they
Interaction with design services
Incident management involvement

Request fulfillment

Scope of the processes
The policies, principles and the request model concept
Dealing with service requests from users
How KPIs can verify effectiveness and efficiency of the request
Fulfillment process

Problem management

The objectives of the problem management process
Managing the lifecycle of problems
Value to the business and the service lifecycle
Identifying triggers, input and output to other processes
Analyzing critical success factors to check efficiency

Access management

Policies, principles and basic concepts
Managing authorized user access
Distinguishing access management and information management
Executing security and availability management policies
Challenges and critical success factors
Verifying effectiveness and efficiency

Service Desk

Establishing the service desk objectives
Organizational structures and staffing options
Providing a single point of contact
Measuring effectiveness and efficiency
Impact of service desk on customer perception
Reasons and options for outsourcing the service desk

Service Operation Functions

Functions of application management, technical management,
IT operations management and how the functions contribute to OSA
Identifying the roles of each function
Distinguishing the objectives of each function
Analyzing the function’s activities

Technology Considerations

Generic technology requirements
Evaluation criteria for technology and tooling for process
Planning and implementing service management technologies

Assessing and managing the project, risk and staffing for process

Identifying the critical success factors and risks related to implementation
Implementing practices and processes
Implementation Considerations
Managing change in service operation
Examining implementation aspects of service operation and project
Assessing and managing risk in service operation
Operational staff considerations in service design and transition
How to plan and implement service management technologies